Senior Escalation Engineer, Hypershield

This is a fully remote position, open to applicants in California.

📋 Description

• Take ownership of Cisco Hypershield cases escalated from Cisco TAC until resolution, directly engaging with customers as necessary.

• Analyze intricate production failures within the N9300 Smart Switch fabric and on-premises Kubernetes controller.

• Identify faults across switching and forwarding, security services, enforcement, and control-plane layers.

• Comprehend customer architectures and configurations to troubleshoot issues in less familiar production environments.

• Replicate customer failures and collaborate with engineering to implement solutions.

• Manage the implementation of fixes back to customers.

• Transform cases into runbooks, diagnostics, knowledge-base entries, and product feedback.

• Establish customer-health monitoring, tools, and reliability practices as the installed base expands.

⛳️ Requirements

• Bachelor's degree with 8 years of experience, a Master's degree with 6 years, or equivalent industry experience.

• Background in supporting enterprise customers in a commercial setting.

• Experience in operating and troubleshooting Cisco Nexus / NX-OS in a production environment; substantial knowledge of another major vendor is acceptable.

• Proficiency in localizing failures across multi-layered data-center architectures, including switching/forwarding, services/enforcement, or control-plane domains.

• Linux operations experience, encompassing exposure to containers, Kubernetes, or Virtual Machines (VMs).

• Proven ability to diagnose and resolve complex production incidents.

• Skilled in communicating status, root causes, and remediation strategies to both technical and executive audiences, both verbally and in writing.

• Familiarity with network troubleshooting tools, packet capture, and flow-telemetry analysis (NetFlow/IPFIX).

• Understanding of enterprise virtualization and troubleshooting VM-based appliance deployments; vSphere is the current deployment target.

• Proficient in operational Kubernetes and Helm.

• Basic knowledge of VXLAN EVPN fabrics.

• Experience with automation and APIs.

• Possession of CCNP Data Center, CCNP Enterprise, DevNet Professional, CCIE Data Center, CCIE Enterprise, or DevNet Expert certifications is advantageous.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) plan with a matching contribution from Cisco.

• Paid parental leave.

• Coverage for short- and long-term disability.

• Basic life insurance.

• Cisco restricted stock unit grants may be available.

• 10 paid holidays per full calendar year.

• 1 floating holiday for non-exempt employees.

• 1 paid day off to celebrate the employee’s birthday.

• Paid year-end holiday shutdown.

• 4 paid days off dedicated to personal wellness.

• 16 days of paid vacation for non-exempt full-time employees.

• Flexible vacation time off program for exempt employees.

• 80 hours of sick time off provided at the time of hire and each January 1st thereafter.

• Up to 80 hours of unused sick time can be carried forward.

• Additional paid time off for critical or emergency family situations.

• Optional 10 paid volunteer days each year.

• Annual bonuses available for non-sales roles.

• Performance-based incentive pay for employees on a sales plan.